Member Experience Representative - Contact Center

Essential Duties & Responsibilities

• Communicates with member and/or non-member in a professional, friendly, and efficient manner through either in-bound or out-bound calls.
• Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary.
• Provides excellent member service to current and potential members.
• Handles all inquires on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards.
• Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures.
• Effectively cross-sells credit union products and services (i.e. PFP Life Insurance).
• Participates in helping to regularly meet or exceed established contact center service and productivity goals as established by the EVP and/or Contact Center Director.
• Regularly meets or exceeds established individual contact center productivity goals that include but are not limited to: abandon call rate percentage, number of calls answered, availability, average talk time, average time in “not ready”.
• Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training.
• Completes special projects and tasks as assigned.
• Perform all other related duties as required.

Basic Knowledge/Skills/Abilities

• Excellent communication and organizational skills.
• Proficient knowledge of PC applications, including but not limited to Microsoft Office (Excel, Word, and Outlook).
• Must be highly motivated, flexible, and organized while being able to handle multiple projects and tasks.
• Must have a thorough understanding of credit union/bank operations and all necessary credit union regulations.
• Must be detailed oriented and display excellent mathematical skills.
• Excellent telephone etiquette.
• Must have a sales and service oriented mentality with a proven track record in these areas.
• Flexible schedule to include evening and Saturday hours.

Experience

• At least 1-3 years related experience and/or training in a bank/credit union call center/branch environment.
• Must have knowledge of credit union policies, procedures, regulations, and industry practices.
• Fluent in the Spanish Language is desired.